Nortel Networks 7400 - Manual (Page 183)

• The Symposium Call Centre Web Client is also
an excellent solution for existing customers that
have experienced co-residency problems with
desktop software applications. Since the software
now resides on the application server instead of
the client PC, Symposium Call Centre Web Client
should completely eliminate co-residency issues.
Key Points
• Save significant time and expense, reduce
Total Cost of Ownership
• Eliminate the need to install, patch and
upgrade clients individually with a centralised
application server
• Expedite Symposium data filling with bulk
data loading
• Increase the overall effectiveness of the
contact centre
• Make improved business decisions and respond
quickly to current call centre conditions with
superior management tools
• Address peak loads and reduce wait times with
richer real-time information and re-designed
reports
• Improve productivity and respond faster to
customer needs
• Take advantage of the latest version of the
software without waiting for upgrades to be
installed on each computer
• Access client data from anywhere in the network
using an IE browser
• Deliver performance statistics to agents with the
new Agent Desktop Display
• Take advantage of system enhancements
• Greater agent capacity and client sessions
• Increased security via firewalls
• Client software isolated from other
desktop applications
• Enhanced filtering for better support of service
bureaus/multi-tenant call centres
Features and Benefits
The Symposium Call Centre Web Client greatly
improves the administration and configuration of
clients on Symposium Call Centre Server.
By centralising the software on an application
server, the need to install, patch and upgrade
clients individually has been eliminated. As a result,
the amount of time and expense that is typically
involved with client installation and upgrades is
significantly reduced. Most sites would therefore
benefit from Symposium Web Client.
With existing Symposium client requiring
approximately one hour of installation on
each individual client PC, assuming that there are
no software conflicts or issues, in an average contact
centre with 50 client PCs the installation would take
at least 50 hours to complete. However, with the
Symposium Call Centre Web Client only three hours
are required for installation. With the Web Client,
the software is centrally located on a single
application server, eliminating the need to install
software on every client PC and saving hours of
costly labour.
Offered as an optional alternative to the existing
Symposium Call Centre Server client, Symposium
Call Centre Web Client 4.0 uses Internet Explorer 5.5
and delivers significant enhancements and new
features as follows:
• Improved User Interface – real-time displays,
reporting, configuration and user management
screens have been re-designed to further enhance
usability and data presentation
• Centralised Management – client software is
moved to a dedicated application server and
accessed through an Internet Explorer browser
for centralised installation, configuration
and administration
• New Agent Desktop Displays – miniature
real-time displays deliver performance
statistics to agents
• Historical Reporting – centralised reporting
enables sharing of public reports and email
notifications on the completion of
scheduled reports
• Nodal and Network Consolidated Real-Time
Displays – displays allow for grouping and
subtotals of call statistics and filtering of
information. New network consolidated displays
show call information from multiple locations
174 Symposium Web Client